Totwoo レビュー 292

Totwoo からの回答

2025年9月15日

Wow—what an incredible review! 🙌 We’re absolutely delighted to hear that “Alles bestens” (Everything’s perfect!) and that you’re thrilled with both the super article and our lightning-fast shipping. Your kind words have made our entire team smile from ear to ear! 😊

At totwoo, we pour our hearts into curating products that exceed expectations, and your feedback confirms we’re on the right track. 🚀 Knowing that our efforts to deliver quality and speed resonated with you means the world to us. You’ve truly made our day!

We’d also like to take a moment to celebrate you—our valued customer! 🎈 Your trust and support fuel our passion for what we do. Whether it’s hand-picking items, optimizing logistics, or adding a personal touch to every order, we’re committed to ensuring your experience is nothing short of exceptional.

If there’s ever anything else we can do to elevate your journey with us—whether it’s a product recommendation, a special request, or just a friendly chat—please don’t hesitate to reach out. 💬 Our inbox is always open, and we’re here to help!

Once again, thank you for being an absolute joy to serve. We’re already looking forward to your next order and the chance to impress you all over again! 💖

Warmest regards,
Totwoo support team

Totwoo からの回答

2025年9月8日

Hello,

We’re truly heartbroken to read your review and understand how frustrated and disappointed you must feel after your experience with us. 😔 Please accept our deepest apologies for the series of failures that led to this situation—you deserved far better, and we’re committed to making it right.

1. About Your Express Shipping Issue
Due to a system error, your order was automatically marked as "shipped" in our system, even though it hadn’t left our warehouse. This caused our team to overlook it during manual checks. When you contacted us, we immediately corrected the mistake and shipped your order via the express service you paid for (no refund was issued because the faster shipping was indeed applied). However, we fully acknowledge that the delay in delivery was unacceptable, and as a gesture of goodwill, we’d like to refund you $10 to apologize for the inconvenience.

2. About Your Partner’s Non-Functional Product
We’re sorry to hear that the issue wasn’t resolved sooner. After reviewing your case, we noticed that your most recent interaction was with our AI chatbot, which failed to provide a proper solution. Rest assured, our human support team has now taken over your case and sent you the solution after review by the technical team. If the issue persists, please follow up with us immediately.

Our Promise to You
We understand you spent $223 expecting a seamless experience, and we’ve failed to deliver that. 😞 But please know:
✅ We’re prioritizing your case until it’s fully resolved.
✅ We’re reviewing our systems to prevent such errors in the future.

You’re not just a customer—you’re someone who trusted us, and we let you down. We’ll do everything possible to regain that trust. 🙌

With sincere regret,
Totwoo support team

Totwoo からの回答

2025年9月6日

Wow! Your enthusiastic review - "Fantastic! Works perfect! I hope the Bands are stronger this time! I love it" - has truly made our day! We're over the moon to hear that you're loving our product and that it's meeting your expectations so well. Your kind words and unwavering support mean the world to us! 💖

We completely understand your hope for even stronger bands, and we want you to know that our production team is working tirelessly behind the scenes to make that a reality! 💪 We're constantly exploring and sourcing higher-quality materials to ensure that our products are not only durable but also stand the test of time. Our goal is to provide you with a product that you can rely on and enjoy for a long, long time. 🌟

Moreover, we're proud to offer a one-year warranty on all our products as a testament to our confidence in their quality. This means that if you encounter any issues or have any concerns during this period, our dedicated customer service team at support@totwoo.com is always here to help. 💌 Just drop us an email, and we'll do our best to resolve any problems promptly and efficiently.

Your feedback is incredibly valuable to us as it helps us identify areas for improvement and guides us in our quest for perfection. We're committed to continuously enhancing our products and services to ensure that you have the best possible experience with us.

Once again, thank you so much for your amazing review and your continued support. 🙏 We're truly grateful to have you as a customer, and we look forward to serving you with even better products in the future! 🎉

Warm regards,
Totwoo support team

Totwoo からの回答

2025年8月18日

Hello,

Thank you for bringing this to our attention, and we sincerely apologize for the frustrating experience you’ve had with your order (placed on 06/23/2025) and the difficulty in reaching our support team. Your satisfaction is our priority, and we’re committed to making this right.

First, we want to assure you that orders placed on our official website (https://totwooglobal.store/en-hk) are typically processed and delivered within our standard timelines. It’s unusual for a delivery to be delayed this long, and we’d love to investigate what went wrong.

However, we’ve noticed that many customers sometimes unintentionally shop through unofficial or third-party platforms that mimic our brand. To clarify, could you confirm whether your purchase was made directly on our official website? If so, kindly reply to this comment with your order number so we can track its status, verify payment details, and expedite a resolution.

We completely understand your concern about contact information. Our team is available via email at support@totwooglobal.store or through our website’s live chat.

Once you provide your order number, purchased in our website:

Investigate the status of your shipment.
Issue a replacement or refund if necessary.

Your trust means everything to us, and we’re determined to turn this around. Thank you for giving us the chance to make things right. We’ll await your reply and act swiftly!

Warm regards,
Totwoo support team

Totwoo からの回答

2025年8月20日 に更新

Update: The reason we sent you the charger is that this charger is not the old one you have, but a new one produced by our R&D team. This charger has better performance, and some of our customers have been able to charge their bracelet again after replacing the new produced charger. That's why we sent you a replacement charger. Please reply to the email we sent and we will arrange the replacement for you.


Update: Please pay attention to your email. We have contacted you via email yesterday.


Dear customer,

Thank you so much for taking the time to share your feedback—we truly appreciate your honesty, and we’re deeply sorry for the frustration you’ve experienced. Your concerns are valid, and we want to address them thoroughly while offering solutions to make things right. 😊

1. Regarding the App’s Battery Usage:
We completely understand your concern about the app running in the background and its impact on battery life. Our team designed the app this way to ensure real-time syncing and accuracy for features like activity tracking and notifications. However, we hear you loud and clear—battery optimization is a top priority! 🔋

Our developers have already rolled out several updates to reduce power consumption, and we’re committed to ongoing improvements. If you haven’t updated the app recently, we highly recommend doing so. Future updates will focus even more on balancing performance and efficiency. Thank you for your patience as we refine this experience!

2. Regarding Your bracelet Replacement:
We’re truly sorry to hear your bracelet broken after 13 months. While our standard warranty covers defects for 12 months, we deeply regret that your experience fell just outside this period. You deserve better, and we’d like to make an exception in your case. 🎁

We’d be happy to send you a replacement if we confirmed the problem! To proceed, could you kindly leave a comment below with your order number? Our system currently can’t locate your purchase, and this information will help us assign a dedicated support agent to assist you promptly. Once confirmed, we’ll ship your new replacement right away.

Why We’re Making an Exception:
We value your loyalty, and while our policies are usually strict, we believe in going the extra mile when possible. Your feedback pushes us to improve both product quality and customer care—thank you for holding us accountable!

We’re disappointed that your experience didn’t meet our usual standards, and we’re committed to learning from this. Our team is working tirelessly to ensure future products are more durable, and our app becomes lighter on your device’s resources.

Thank you again for giving us the chance to improve. We hope to regain your trust and continue serving you better.

Warm regards,
Totwoo support team

Totwoo からの回答

2025年8月11日

We hope this email finds you well! On behalf of the entire totwoo team, we wanted to take a moment to sincerely thank you for taking the time to leave us a glowing 5-star review. Your kind words mean the world to us, and they inspire us to continue creating innovative products that bring joy to our customers. 💖

Hearing that you love your totwoo smart bracelet as much as we loved designing it fills us with immense pride. We poured our hearts into crafting a device that not only looks stunning but also seamlessly integrates into your daily life, keeping you connected with loved ones in a unique and meaningful way. Your review is a testament to our hard work and dedication, and for that, we are truly grateful. 🙏

At totwoo, we believe in building lasting relationships with our customers. Your satisfaction is our ultimate reward, and we are committed to providing you with an exceptional experience every step of the way. Should you have any questions, concerns, or simply want to share more feedback, please don’t hesitate to reach out to our dedicated support team at Support@totwoo.com. We’re here to assist you promptly and ensure your totwoo journey remains nothing short of magical. ✨

In the meantime, we wanted to let you know that your review has been shared with our entire team. It has become a source of motivation and pride, reminding us why we do what we do. We are constantly working on new features and designs to enhance your experience, and we can’t wait to share what’s next with you!

Once again, thank you for choosing totwoo and for being a valued part of our community. We are honored to have you as a customer and look forward to serving you for many years to come. 🎉

Wishing you a wonderful day filled with joy and connection!

Warm regards,
Totwoo support team

Totwoo からの回答

2025年7月22日

First off, a huge thank you for taking the time to share your detailed experience with the Totwoo Candy bracelets after months of use! 🙏✨ Reading that they arrived faster than expected and worked reliably at a distance put smiles on our faces—that’s exactly the seamless experience we want for you!

We’re also thrilled you could quickly reset the Bluetooth when needed—kudos to you for mastering the tech! But we’re truly sorry to hear about the silicone band issue cropping up over time. 😔 Your observation that even careful use led to fraying/sectioning is critical feedback, and we’re grateful you pointed it out.

Here’s What We’re Doing About It:
1️⃣ Feedback Loop Activated: Your concerns have been shared directly with our production team. They’re already exploring stronger, more durable silicone materials to prevent this in future batches. Innovation takes time, but your experience is guiding us!
2️⃣ 1-Year Warranty Promise: If your current silicone band breaks at any point within a year of purchase, we’ve got you covered:

📧 Email support@totwoo.com with your order number or a photo of the issue.
🔄 We’ll ship a replacement band ASAP.
✉️ Alternatively, reply here with your order number, and we’ll contact you via email to resolve it!

Your Satisfaction = Our Priority
We completely understand wanting a long-lasting product, and we’re committed to earning back your trust. 🤝 Whether it’s a replacement band, tips to extend its lifespan, or other assist, we’re here to help every step of the way.

Again, thank you for being a valued customer and for your patience as we refine our designs. 🌟 You’re not just giving feedback—you’re helping us create better products for everyone. We’re excited to continue this journey with you!

Warm regards,
Totwoo customer service

Totwoo からの回答

2025年7月15日

Wow—thank you so much for your glowing review! 🤩 We’re absolutely thrilled to hear that you’re loving your new bracelets and that they’re living up to your expectations. Your feedback made our day, and we couldn’t wait to reply with a big virtual high-five!

You hit all the highlights we love to hear: “good quality, works well”—that’s music to our ears! We pour our hearts into crafting products that aren’t just functional but dependable, so knowing they’re performing smoothly for you is everything. 💪

And “minimal delay between connection”? That’s the tech magic we’re obsessed with! Our team works tirelessly to ensure seamless pairing and lightning-fast responsiveness.

Oh, and “high-quality materials and nice lighting”—you nailed it! We’re all about blending durability with design.Every detail is intentional. It’s amazing to hear that these elements are enhancing your experience.

At totwoo, we’re not just selling products—we’re building trust. 🤝 Your review is a reminder that our focus on quality, innovation, and you (our incredible customers!) is paying off. Thanks for being part of our journey and for spreading the love!

If you ever need a tip, have a question, or just want to share another win with your bracelets, we’re all ears! 👂 Our support squad is here to keep your experience as smooth as that connection speed. 😉

Once again, from the bottom of our hearts—thank you! 🙏 We’re so grateful you chose us, and we can’t wait to keep making products that make you smile. 😊

Cheers to great tech, great style, and great customers like you!

Warmly,
Totwoo support team

Totwoo からの回答

2025年7月9日

Hello,

First off, a huge sorry 🙏 for the stress this missing package has caused! We totally get how frustrating it is when something you’re excited about doesn’t show up. Let’s dive right into solving this together—your satisfaction is super important to us!

We checked your order and saw it was marked as delivered on March 4th. But don’t worry—we’re not leaving it there! Sometimes packages end up in unexpected spots (like with a neighbor or tucked behind plants ). Quick checks you can do:

Ask family/roommates if they grabbed it without telling you.
Double-check your order’s shipping address—even a tiny typo can send packages astray!

📞 Next step: Reach out to USPS (they delivered your package) at +1 (800) 275-8777 . They’ll have the most up-to-date info!

Good news: Your order included shipping insurance! If the package truly vanished, this covers replacements or refunds. Have you already tried contacting the insurance company at support@xcottons.com?

📝 Still no luck? Ask USPS for a “Proof of Non-Receipt” letter. Once you have that, we’ll work magic to get your items to you (or your money back).

Last thing: We’ve assigned a dedicated agent to your case! They’ll follow up via email. No more guessing games—we’ve got your back!

Thanks for giving us a chance to make this right. You’re not alone in this—we’re rooting for you and your package! 💪

Warm hugs (and speedy solutions),
Totwoo customer service

Totwoo からの回答

2025年6月25日

Thank you so much for taking the time to share your feedback—it means the world to us! 💖 We’re thrilled to hear that you and your husband love your handchains overall… but (and this is a big but!) we’re truly sorry to hear about the lighting issue with your mountain design and the frustration with the milan rope. You deserve nothing less than perfection, and we want to fix this for you! 🙌

🔧 Let’s Fix That Lightning Problem!
First things first: Your handchain should light up beautifully! 🌄 If the entire scene isn’t illuminating, there might be a tiny technical hiccup. No worries—we’ve got your back! Here’s what we can do:

Please email us support@totwoo.com a quick video/photo of the issue so we can diagnose it.
We’ll ship you a replacement ASAP at no cost if we confirm the issue.

😔 About rope… We Hear You!
We’re genuinely sorry the Milan rope isn’t your jam. 😔 You’re not alone—some customers adore the sleek, adjustable fit, but we totally get that “flapping excess” struggle!

Here’s the deal:
Unfortunately, swapping rope isn’t an option right now—the lights are hardwired into the Milanese design. But… We’ve forwarded your feedback to our product team! 🚀 They’re obsessed with making things better.

🛍️ Explore Other Bands
In the meantime, why not browse our website for bands that vibe with your style? 🌈 We’ve got:
If you spot one you love, contact us with a screenshot, and we’ll help you to exchange.

Hair Tie Trick: Slide a thin, clear hair tie over the excess band—it’ll stay put without being noticeable! 👌

✨ Final Words of Gratitude
Thank you, thank you, thank you for being so thoughtful in your feedback! 🙏 You’re not just a customer—you’re part of our handchain fam, and your voice matters. We’re already brainstorming how to make the next version even better because of you.

If you need anything else—hit reply anytime!

Wishing you and your husband a sparkly, flap-free day! 🌟

Warmest hugs,
Totwoo support team

Totwoo からの回答

2025年6月24日

Hello,

First and foremost, thank you for sharing your honest feedback—we truly appreciate you giving us a chance to improve. 🙏 We’re deeply sorry that your return experience fell short of your expectations. You deserve transparency, speed, and fairness, and we’ve clearly missed the mark here. Let’s break down what went wrong—and how we’ll fix it.

📧 1. The “26€ Gift Bag” Surprise & Slow Emails
You’re right—this shouldn’t have happened.

Why the 20% fee? Our policy requires returns to include all original packaging/accessories (like the gift bag) to qualify for a full refund. However, we agree that deducting 26€ feels unfair—especially if the missing item wasn’t clearly communicated upfront. 😞

Slow emails? We’re embarrassed by the delays. While we aim to reply within 24 hours. For urgent issues, we’ve added Live Chat (24/7) for instant support—no more waiting for emails! 💬 Our mistake, and we’re overhauling our team’s workflow to prevent this.

How we’ll fix it for you:
If the gift bag fee feels unjust, we are happy to resolve your dissatisfaction. Please reply with your order number or email in the comment section and we will send a dedicated customer service agent to solve this problem for you.

📦 2. Warehouse Delays
We’re frustrated too.
Our warehouse is slammed (think: holiday-level volumes 📦📦📦). While we process returns ASAP, recent peaks have caused backups.
Your solution: If you’re still waiting, reply here, and we’ll prioritize your refund.

💰 3. The “Unexpected” Shipping Fee
Our policy: Customers cover return shipping for “change-of-heart” returns, but we waive fees for defects/errors.

🌱 Our Promise to You: Moving Forward
We’ve heard you loud and clear. Here’s how we’re upgrading:
1. Clearer Return Policies
2. Speed Guarantees
3. “Stress-Free” Retoure Badge

Have you received your refund yet? If not, reply here, and we’ll escalate it immediately. 🚨

💌 One Last Thing…
We truly value your patience. While we can’t undo the frustration, we’d love to make it up to you. Just know we’re here to listen, learn, and do better.

Warm regards,
Totwoo support team

Totwoo からの回答

2025年7月24日 に更新

Update: Since you purchased it on Amazon, we have forwarded your details to the Amazon support team. They will contact you through Amazon soon. You can check your Amazon account messages. Sorry for the inconvenience. Your problem has been taken seriously and will be resolved as soon as possible.


Update: We are sorry, we are unable to locate your order and email address. Therefore we are not sure if you have contacted the correct customer service team. Could you please provide your order number or email address here and we will contact you directly.


Hello,

First and foremost, please accept our heartfelt apologies for the nightmare you’ve experienced with our bracelet design 😞. Your feedback slapped us awake – this is not the experience you deserved, and we’re truly embarrassed our product caused you such stress. You put your trust in us, and we dropped the ball.

“Almost Impossible to Put On” 😩
You’re absolutely right – our bracelets should be effortless to wear, not a 2-person yoga session! We are already redesigning the clasp mechanism for easier self-fastening. Your detailed description of needing “patience and effort” hits hard – we’re rethinking everything from the clasp angle to the elasticity of the band.

Your Solution: No Regrets, Just Resolutions 🔄
We want to make this right. Immediately, we’d like to offer:
1️⃣ Free exchange: Choose ANY other style from our collection – one that slips on effortlessly and stays put without the struggle.
2️⃣ Personal Assistant: We’ll assign a dedicated agent to guide you through the replacement process and ensure your new piece fits perfectly. Kindly provide your order number or send email to👉 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title)
3️⃣ Your Voice Heard: Share a quick video of the clasp issue (if comfortable!) – our engineers are desperate to see exactly what went wrong.

One Last Promise 🤞
We won’t rest until our jewelry lives up to its “effortless elegance” promise. Again, we’re deeply sorry for letting you down. Thank you for your honesty – it’s the only way we’ll grow.

Warm regards (and virtual hugs!),
Totwoo support team

Totwoo からの回答

2025年6月20日

Hello,

Thank you so much for sharing your honest feedback—we genuinely appreciate you giving Totwoo a chance and for highlighting areas where we can improve. 🙏 We’re truly sorry that your experience didn’t meet expectations, especially during setup and with the bracelet’s functionality. Your patience means the world to us, and we’re already taking action to address every concern you’ve raised.

📱 Android/Pixel Setup Struggles
We hear you loud and clear: the initial pairing process shouldn’t feel like a tech exam! 😅 While we’ve added step-by-step video guides and troubleshooting FAQs to our website and app, it’s clear we need to do more. Pro tip: If you’re still stuck, our live chat agents can remotely access your device to help!

🔗 Braided Leather Band Woes
“This clip is a nail-biter!” – we’ve received your feedback and will be fed back to the design department for optimization. 🛠️ In the meantime: If the braided leather band feels too fiddly, we can help you change to a band that is easier to wear.

⚠️ Band Replacement Policy
You’re right to call us out: our website wasn’t clear enough about band limitations. 😔 We are sorry that except for the Candy series, the straps of other styles on our website cannot be replaced. However, here’s the silver lining: We provide a 1-year warranty covering accidental damage. If your band ever breaks, we’ll replace the entire bracelet for free—no need to buy a new one!

👩Dedicated Support Agent Assigned
To ensure your concerns are resolved swiftly, we’ve assigned Agent to your case. She’ll reach out via email shortly to assist with setup, band replacement, or anything else you need.

Thank you again for pushing us to be better. Your review has already sparked changes in our product roadmap, and we’re determined to earn back your trust. 🤝 Here’s to many more moments of connection with your wife—and remember, every tap is a reminder that you’re not alone. ❤️

Warm regards,
Totwoo support team

Totwoo からの回答

2025年6月17日

🎉✨ WOW! Your message just made our entire team’s day shine brighter than a unicorn riding a rainbow! 🦄🌈 Thank you so much for taking the time to share this incredibly touching story about how totwoo is bridging distances between you and your bestie. Your words warmed our hearts like a cozy blanket on a chilly day!

We’re beyond thrilled that totwoo has become your “virtual hug” buddy during tough times! 🤗 It’s exactly why we created it – to let loved ones know they’re thought of, without the pressure of long calls or complicated apps. Your chronic illness journey inspired us to make connectivity as effortless as breathing, and hearing it’s working for you and your bestie? PRICELESS! 💖

Your unboxing adventure with your BFF sounds like absolute magic! 🎁✨ From the personalized touches to the giggles shared over setup, we love that totwoo became part of your joyful moments. And caregivers wanting in on the action? 🤯 THAT’S THE DREAM! We’re secretly doing a happy dance that our little device is spreading love to your whole support network. 💃🕺

Your story reminds us why we do what we do. totwoo was born from a simple wish: “How can we make missing someone a little less lonely?” 🤔

Thank you, thank you, THANK YOU for sharing your world with us. Keep those totwoo taps coming – every buzz makes our workshop feel like a party! 🎉 Feel free to DM us any time with ideas, memes, or just to say hi. You’re officially part of the totwoo family now! 🏡💞

With all the rainbows and sparkles we could muster,
Totwoo support team

Totwoo からの回答

2025年6月13日

Hello,

Thank you for sharing your feedback—we sincerely apologize for the frustration and inconvenience you’ve experienced. Your satisfaction is our top priority, and we’re committed to resolving every concern you’ve raised. This is usually because some permissions of the phone are not fully enabled. Here’s a breakdown of how we’re addressing your issues:

📱 Addressing Connectivity & Functionality Concerns
We understand your disappointment with the bracelet’s performance. To ensure optimal functionality:

Proximity & Permissions 🔗
Keep your bracelet and iPhone within 3 meters (10 feet) and avoid obstacles like walls.
Grant full permissions to the TOTWOO app:

Location: Always allow (required for Bluetooth/Wi-Fi stability).
Bluetooth: Ensure it’s enabled and paired.
Background App Refresh: Enable for TOTWOO (Settings > TOTWOO > Background Refresh).

App Settings ⚙️
Allow notifications for all TOTWOO features (light, vibration, etc.).
Keep the app running in the background—avoid force-closing it.
Check our “How to Stay Connected” guide (Me tab > Help Center) for visual setup steps.

Troubleshooting 💡
Restart both devices and reconnect the bracelet.
Ensure a strong Wi-Fi/cellular connection (weak signals may disrupt sync).

⏳ Refund Delay Explained & Compensation Offer
We deeply regret the refund delay. Due to a surge in returns, our warehouse faced unprecedented volume, causing unintended delays. However, once we recognized your urgency, we escalated your case immediately and processed the refund prior to warehouse confirmation as a gesture of goodwill.

To make amends, we’d like to offer you a big discount code for your next purchase—valid for 6 months.

📦 Our Promise to You
We’re revamping our return process to prevent future delays, including:

Dedicated staff for urgent cases.
Real-time refund tracking in account dashboard.
Clearer communication via email/SMS at every step.

💌 Final Words
Thank you for giving us the chance to improve. We hope you’ll consider trying TOTWOO again with our discount—many customers love the new Series for its reliability and style!

Should you need further assistance, reply here or contact us at support@totwoo.com.

Warm regards,
Totwoo support team

Totwoo からの回答

2025年6月10日

Hello,

Thank you so much for taking the time to share your incredible feedback—it truly means the world to us.—we truly appreciate your patience as we work to resolve them. We’re sorry your experience hasn’t met our usual standards, and we’d like to address both the connectivity concerns and the missing letter charms promptly.

📱 Fixing the Bracelet Connection Issues
We understand how frustrating it is when your bracelet disconnects unexpectedly. Based on your feedback, here’s a step-by-step guide to ensure stable connectivity:

1️⃣ Proximity Matters 📏
Keep your bracelet and phone within 3 meters (10 feet) of each other. If the distance is exceeded, the Bluetootho connection will be disconnected. However, even within the distance, it still depends on the specific environmental conditions, such as if there are too many people or if there is wall interference, the Bluetooth connection may also be disconnected. If the Bluetooth connection is disconnected, it will affect the use of product functions, but the app has an automatic Bluetooth reconnection function.

2️⃣ Location Services 🌍
Ensure your phone’s location services are set to “Always Allow” for the TOTWOO app.

3️⃣ Background App Refresh 🔄
Navigate to:
Phone Settings → TOTWOO App → Enable “Background App Refresh”
This keeps the app running smoothly even when minimized.

4️⃣ Notifications & Permissions 🔔
Double-check that all TOTWOO notifications are enabled in your phone’s settings. Without these, the app can’t send connection alerts or updates.

5️⃣ Bluetooth & Internet 📶
Ensure both Bluetooth and Wi-Fi/cellular data are active. A weak signal can cause intermittent disconnects.

6️⃣ Detailed Setup Guide 📖
Visit the “Me” tab in the app → “How to Stay Connected” for visual tutorials. If issues persist, our tech team is ready to troubleshoot via email!

📦 Missing Letter Charms: Where Are They?
We sincerely apologize for the confusion! Your letter charms were shipped separately due to inventory logistics at our warehouse. This means:

Your bracelets arrived first, and the charms are en route.
Tracking Links:
🔹 https://t.17track.net/en#nums=9200190378543300468493
🔹 https://t.17track.net/en#nums=9200190378543100690162

Our Commitment to You
To make this right:
✅ Dedicated Support Agent: The agent will personally track your charms’ delivery and assist with connectivity.
✅ VIP Priority Service: For next purchase, we will provide a discount and VIP Priority Service for your all order.

We’re truly sorry for the inconvenience and appreciate you giving us a chance to improve. Your feedback helps us grow, and we’re committed to ensuring your next experience is flawless.

Thank you for your understanding—we’re rooting for a smooth resolution! 🤞✨

Warm regards,
Totwoo support team

Totwoo からの回答

2025年6月9日

Hello,

Your review truly made our day! 🎉 Thank you so much for taking the time to share your experience and for your incredible kindness. It’s customers like you who remind us why we do what we do, and your words have left us smiling from ear to ear! 😊

We’re absolutely thrilled to hear that your bracelet has become such a meaningful connection between you and your husband. 💞 The idea that our designs can bridge distances and strengthen bonds means the world to us. Whether it’s a subtle reminder of love across miles or a spark of joy during busy days, every piece is crafted with intention—and your story warms our hearts! 🧡

You also mentioned the fast delivery—yay! 🚚 We know how exciting it is to unwrap a package (especially when it’s something as special as this!), so we’re glad it arrived swiftly and safely.

The bracelet’s minimalist elegance and subtle symbolism really do catch the eye. It’s designed to be both a personal treasure and a conversation starter—perfect for sharing its story with others.

Your recommendation means everything to us. 🙏 Word-of-mouth is the heart of our community, and we’re so grateful you’d spread the love. Thank you for trusting us with such a personal part of your journey. Your husband is lucky to have someone as thoughtful as you, and we’re honored to play a tiny role in your connection. 🌍✨ If there’s ever anything we can do to make your experience even better, please reply anytime—we’re all ears! 💌

Wishing you endless moments of warmth, laughter, and maybe even a few more “Ooh, where’d you get that?!” compliments. 😉

Warm regards,
Totwoo support team

Totwoo からの回答

2025年6月4日

Hello,

We’re truly sorry to hear about your disappointment, especially on such a meaningful occasion like your wife’s birthday. 🎂✨ You deserve transparency, solutions, and a product that lives up to its promises—no excuses.

🛠️ First, Let’s Rule Out the Basics
Before we dive deeper, let’s ensure all settings are optimized:
1️⃣ App Permissions Checklist 📲

Bluetooth: Ensure Totwoo has full access (Settings > Totwoo > Bluetooth = Allowed).
Location Services: Keep this ON—iOS/Android require it for Bluetooth scanning.
Background App Refresh: Enable for Totwoo (Settings > Totwoo > Background Refresh = ON).
Notifications: Double-check all Totwoo alerts are unmuted.
2️⃣ Distance & Environment 📏

Stay within 3 meters (10 feet) of your bracelet.
Avoid obstacles: Walls, other electronics, or crowds can disrupt BLE signals.
Test in “ideal conditions”: Open space, no interference.

3️⃣ App Behavior 🔄

Keep Totwoo open in the foreground during setup.
If disconnected, force-close the app and reopen it.

🔬 Why 3 Meters? The Tech Behind Totwoo
Our bracelets use Bluetooth Low Energy (BLE) technology, which prioritizes battery life over extreme range. Here’s what that means for you:

✅ Safety First: Radiation is 99% lower than smartphones—perfect for 24/7 wear.
⚠️ Distance Limit: BLE’s sweet spot is 3 meters. Beyond that, connections may drop (especially in “noisy” environments).
🔄 Auto-Reconnect: If disconnected, the app should reconnect within 30 seconds. If not, restart your phone’s Bluetooth.

🚨 Still No Luck? Here’s Your Escalation Path
Share Your Order #: Reply with your order number
Dedicated Agent: We’ve assigned a specialist to your case—expect a reply within 24 hours. Kindly provide your order number or send email to👉 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title)

Replacement, Return or exchange: If hardware is faulty, we’ll overnight a new pair or process a return or exchange—your choice.

🎁 Our Apology in Action
To make this right:

Priority support for life—skip the queue forever.
A big discount for your next purchase.

We’re truly sorry we let you down, and we hope you’ll give us a chance to make this right. Your patience means the world to us—and we won’t stop until your bracelets shine as brightly as your love. 💖

Warm regards,
Totwoo support team

Totwoo からの回答

2025年5月28日 に更新

Hello,

First and foremost, thank you for bringing this to our attention—we sincerely apologize for the frustration and inconvenience you’ve experienced. 😢 Your satisfaction is our top priority, and we’re truly sorry your order hasn’t arrived as expected and that you haven’t received updates. That’s not the experience we want for you!

Here’s the thing: To resolve this swiftly, we’ll need a little more info. 🕵️♀️ Could you please share your order number or the email address linked to your purchase? Without this, we’re like a delivery truck without a map—stuck in neutral! 🚚💔 But once you provide these details, we’ll spring into action:

1️⃣ Track Your Package: We’ll dig into our system to locate your order, check its status, and share real-time tracking updates.
2️⃣ Fix the Gap: If there’s a hiccup in our process (like a missed email or a lost-in-transit item), we’ll own it and make it right.
3️⃣ Keep You in the Loop: No more radio silence! You’ll get updates every step of the way.

In the meantime, here’s why delays might happen (and how we’re improving):
📦 Shipping Surprises: Sometimes carriers face unexpected backups, but we’re working with faster partners.
💻 Tech Gremlins: Our system should auto-send updates, but if it glitched, we’re troubleshooting ASAP!
📩 Email Tango: Spam folders or typos in your email could block messages—let’s double-check!

We want to make this up to you! 🌟 Once we confirm your order details, we’ll explore options like:

Expedited shipping
A discount on your next purchase

A senior customer advocate will be assigned to conduct a comprehensive investigation. Kindly provide your order number or send email to👉 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title)

Again, we’re sorry for the wait and the silence. You deserve better, and we’re committed to earning back your trust. 💪

Looking forward to turning this around!

Warm regards,
Totwoo support team

Totwoo からの回答

2025年5月24日

Hello,

First and foremost, please accept my heartfelt apologies for the frustration and disappointment caused by the delay in delivering your wife’s birthday gift. 🎁 I can only imagine how disappointing it must feel to have planned a thoughtful surprise, only for it to arrive late—especially on such a meaningful day. You deserve transparency, accountability, and a swift resolution, and I’m truly sorry we fell short.

What Happened?
After reviewing your order (#TD5961, I noticed the package was dispatched on 5.09 but encountered an unexpected delay in transit. 📦

Tracking status updates may sometimes be delayed due to various factors, such as:
- High shipping volumes during peak seasons.
- System synchronization issues between the courier and the tracking platform.
- Delays in the package scanning process at transit points.

We’re actively working with the carrier to resolve these issues permanently.

How We’ll Make This Right
Your happiness—and your wife’s special day—matter deeply to us. Here’s how we’d like to rectify this:

We have reported these issues to the logistics provider and are investigating the cause of the delay and urging the logistics provider to speed up the delivery of your package. To apologize for the inconvenience, we are ready to offer you a big discount for your next purchase.

Your feedback has highlighted critical gaps in our process, and we’ve already initiated these changes:

Escalation support for your order.
A dedicated “Priority Care” agent for requests (you’ll hear from them within 24 hours!).

I’m truly sorry we let you down, and I hope you’ll give us another chance to make this right. Your wife’s birthday may have passed, but there’s always a reason to celebrate her! 🎉 Whether you choose a replacement, refund, or both, please know we’re grateful for your patience—and your honest feedback.

Warm regards,
Totwoo support team